Troubleshooting
Something not adding up?
The issues that come up most often, with the quickest path to a fix. If none of these match, get in touch.
Data & dashboard
| Symptom | Likely cause | Fix |
|---|---|---|
| Dashboard is empty after setup | Backfill / enrichment still running, or no orders in the selected range | Check sync status; widen the date range; let the first backfill finish |
| Numbers changed after a re-sync | New orders or refunds were enriched, or a config change recomputed affected orders | Expected — check the “last updated” timestamp; config edits recompute |
| Only recent orders have margin | Historical backfill hasn't completed yet | Allow the full backfill to run; coverage fills in over time |
Costs & margin
| Symptom | Likely cause | Fix |
|---|---|---|
| Margins look too high | A cost layer isn't configured yet (often COGS missing for some SKUs) | Open the wizard → COGS coverage; fill gaps. See COGS setup |
| Some products show no COGS | ID-format mismatch (Shopify global ID vs numeric) or a missing spreadsheet row | Re-check the COGS sheet IDs against the template format and re-import |
| Shipping cost looks flat / unrealistic | Still using a basic template rather than real carrier data | Upload carrier billing to infer real rules. See fulfilment setup |
| VAT shows as zero on some orders | No usable VAT rate was available for that order | Configure the region's VAT rate so it's applied |
| Profit dropped after connecting ads | You're now seeing fully-loaded economics including marketing | Expected — use the marketing toggle to compare ex-marketing |
Integrations & sync
| Symptom | Likely cause | Fix |
|---|---|---|
| Ad spend not appearing by channel | Ad connector not linked, or attribution window still syncing | Re-connect Meta / Google / Bing; confirm the data source landed |
| New orders slow to appear | Sync cadence, or a gap between historical sync and live updates | Allow a short catch-up; if a gap persists, contact us to run a catch-up sync |
| Carrier-billing upload rejected | Wrong file (tracking/manifest instead of billing), or empty file | Upload the carrier's billing export covering a representative period |
Access & sign-in
| Symptom | Likely cause | Fix |
|---|---|---|
| “Request access” screen on login | Your email isn't yet granted to a store | Claim your store on that screen; an admin approves and grants access |
| Can't see a store you expect | Your account is granted to different stores | Ask an admin to grant your email access to the store |
Still stuck? Send us the store, the view you're looking at, and what you expected to see — that's usually enough for us to pinpoint it fast. Contact support.